1) Try to resolve the issue directly with the City.
The City of Toronto has the responsibility and must have an opportunity to resolve problems before our office gets involved. That means the first step is to raise your complaint directly with the relevant City division, agency, board, or corporation.
- Ask to speak to a manager or supervisor to discuss the issue.
- Clearly explain what the issue is and what you’d like the outcome to be.
- Write down the names of City staff that you speak with, when you spoke with them, and what they said.
- Keep copies of your communications with the City and any documents you send.
- Also keep copies of any communications or documents sent to you by the City.
- If you are still unsatisfied, ask what appeal and review processes are available to you.
- Take your issue as far as you can through the City’s complaints process until you get the City’s final answer.
- You should receive an answer from the City in writing, with its reasons for the decision.
If you’re not sure where to make your complaint, you can contact 311 Toronto by phone at 3-1-1, email at email@example.com, or through their mobile app, and they will direct you. And if the issue still does not get resolved or you are not satisfied with the City’s final response, continue with the steps below.